Inbox · How-to
Read and answer a conversation
Open a conversation, see who wrote and what they attached, and reply on the same channel, with an AI draft if you want one.
Open a conversation
Click it in Inbox. Opening a conversation marks it read, unless your role may only view the Inbox. On a phone the list gives way to the conversation; tap “Open” at the top to go back.
Read the messages
Messages run from oldest to newest, yours on the right. Click an attachment to open it in a new tab.
See who it is
When the sender is a known client, the name under the subject opens their card, so you can check their history before you answer. “Unknown sender” means no client matches.
Write your answer
Type in “Reply…” and press the send button. The reply goes out on the channel the conversation came in on, and replying brings a snoozed or archived conversation back to “Open”. Without a connected mailbox, your answer goes as a plain letter under your workspace’s name, signed with your name, and the client’s reply comes to your own address.
Let AI draft it
With AI switched on for your workspace, “Draft a reply” writes a suggestion from the last messages into the reply box, in your workspace’s language, as every message to a client is. Read it and change what you need; nothing is sent until you press send.
If a reply cannot go out
A reply is saved only once it has left. If your connected mailbox, Telegram or Meta refuses it, you see why and nothing is recorded, so you can try again. Instagram and Messenger accept a reply only within 24 hours of the client’s last message.
Common questions
- Which address do my email replies come from?
From your connected mailbox, and the client’s answer comes back into the same conversation. Without one, Setvos sends the reply from its own address under your workspace’s name, and the client’s answer goes to your own email address rather than the Inbox. Connect your mailbox in Integrations › Mailbox to keep the whole conversation here.
- Why is there no reply box?
Your role lets you view the Inbox but not answer in it. An owner or admin can change that in Settings › Roles & permissions.
- Can I leave a note only my team sees?
No. Everything typed in the reply box goes to the client.
- Can clients send photos?
Yes. A photo or a file a client sends over Telegram, Instagram or Messenger arrives in the conversation with its caption, and opens from the message. Over your storage limit the message still arrives, without the file.
- How do I reply on the phone?
Open the conversation in the Inbox tab. The composer says which channel you are replying on. Attach up to five files from the camera, the photo library or Files, 10 MB each: images, PDF, text and office documents. “Draft with AI” is there when AI is on. If the reply cannot go — Meta’s 24-hour window has closed, Telegram did not deliver it, or the channel cannot carry the file — the app says why and keeps your text. Messages show as plain text; the phone never shows a message’s HTML.
- Why can I not attach a file in some Telegram chats?
A chat with the Setvos bot carries text only, so the attach button is off there, with the reason. Chats through your salon’s own bot take files.
Read next
Take, snooze and archive conversations
Show your team which conversations are yours, put away the ones that can wait, and archive what is done, one at a time or several at once.
Connect the channels your clients write on
Bring your shared mailbox, your Telegram bot and your Instagram and Messenger page into the Inbox, so every client message lands in one place.
Work with a client’s card
Read a client’s history, log notes and calls, and keep their details, files and tasks up to date from one screen.
Switch AI features on or off
AI features stay off until an owner or admin turns them on. Here is what they do, what leaves your workspace, and how credits work.
Connect a shared mailbox to the Inbox
Bring your business email address into the Inbox, so your team reads and answers client mail in one place, and replies go out from your own address.
More in Inbox
Open in Setvos
Signed in? This article is also in the Help menu of the app.
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